Health and Care Experience Survey 2013/14 Volume 1: National Results

Results from the 2013/14 Health and Care Experience Survey.


Annex 2: Positive Scoring

The table below shows which answers were classed as positive and which were classed as negative. The "Percent Positive Text" column shows how each question was rewritten for the Health and Care Survey report.

Answers such as "neither agree nor disagree" and "fair" were treated as neutral. Other answers such as "can't remember / don't know" and "not relevant" were excluded from the analysis.

2013/14 Question Number

Question Text

Percent Positive Text

High Positive

Low Positive

Negative

Q3

Thinking of the last time you contacted this GP practice by phone, how easy was it for you to get through?

It is easy to get through on the phone

Very easy

Fairly easy

Not easy

Q4

The last time you phoned the GP
practice, how helpful was the person
who answered?

Person answering the phone is helpful

Very helpful

Fairly helpful

Not very helpful; Not at all helpful

Q5

The last time you needed to see or speak
to a doctor or nurse from your GP practice
quite urgently, how long did you wait?

Can see or speak to a doctor or nurse within 2 working days

I saw or spoke to a doctor or nurse on the
same day

I saw or spoke to a doctor or nurse within
1 or 2 working days

I waited more than 2 working days to see
or speak to a doctor or nurse

Q7

If you ask to make an appointment with
a doctor 3 or more working days in
advance, does your GP practice allow
you to?

Able to book a doctors appointment 3 or more working days in advance

N/A

Yes

No

Q8

When you arrange to see a doctor at your
GP practice can you usually see the
doctor you prefer?

Can usually see preferred doctor

N/A

Yes; I don't have a doctor I prefer to see

No

Q9a

Overall how would you rate the
arrangements for getting to see a doctor
and/or nurse in your GP practice? Getting to see a doctor

Overall arrangements for getting to see a doctor

Excellent

Good

Poor; Very poor

Q9b

Overall how would you rate the
arrangements for getting to see a doctor
and/or nurse in your GP practice? Getting to see a nurse

Overall arrangements for getting to see a nurse

Excellent

Good

Poor; Very poor

Q11

Thinking about the last time your GP
practice referred you to other health
or care services, how would you rate
the arrangements for getting to see other
services?

Arrangements for getting to see other health and care services

Excellent

Good

Poor; Very poor

Q13

How helpful do you find the receptionists
at your GP practice?

The receptionists are helpful

Very helpful

Fairly helpful

Not very helpful; Not at all helpful

Q14

How do you feel about how long you
usually have to wait to be seen after you
arrive at your GP practice?

Time waiting to be seen at GP practice

N/A

It is reasonable

It is too long

Q15b

Thinking about the last time you saw a doctor at your GP practice, how much do you agree or disagree with each of the following? The doctor listened to me

Doctors listen to patients

Strongly
agree

Agree

Disagree; Strongly disagree

Q15c

Thinking about the last time you saw a doctor at your GP practice, how much do you agree or disagree with each of the following? I felt that the doctor had all the information needed to treat me

Patients feel that doctors have all the information they need to treat them

Strongly
agree

Agree

Disagree; Strongly disagree

Q15d

Thinking about the last time you saw a doctor at your GP practice, how much do you agree or disagree with each of the following? The doctor took account of the things that matter to me

Doctors take account of the things that matter to patients

Strongly
agree

Agree

Disagree; Strongly disagree

Q15e

Thinking about the last time you saw a doctor at your GP practice, how much do you agree or disagree with each of the following? The doctor talked in a way that helped me understand my condition and treatment

Doctors talk in a way that helps patients to understand their condition and treatment

Strongly
agree

Agree

Disagree; Strongly disagree

Q15f

Thinking about the last time you saw a doctor at your GP practice, how much do you agree or disagree with each of the following? I felt confident in the doctor's ability to treat me

Patients have confidence in doctors' ability to treat them

Strongly
agree

Agree

Disagree; Strongly disagree

Q15g

Thinking about the last time you saw a doctor at your GP practice, how much do you agree or disagree with each of the following? I had enough time with the doctor

Patients have enough time with doctors

Strongly
agree

Agree

Disagree; Strongly disagree

Q16b

Thinking about the last time you saw a nurse at your GP practice, how much do you agree or disagree with each of the following? The nurse listened to me

Nurses listen to patients

Strongly
agree

Agree

Disagree; Strongly disagree

Q16c

Thinking about the last time you saw a nurse at your GP practice, how much do you agree or disagree with each of the following? I felt that the nurse had all the information needed to treat me

Patients feel that nurses have all the information they need to treat them

Strongly
agree

Agree

Disagree; Strongly disagree

Q16d

Thinking about the last time you saw a nurse at your GP practice, how much do you agree or disagree with each of the following? The nurse took account of the things that matter to me

Nurses take account of the things that matter to patients

Strongly
agree

Agree

Disagree; Strongly disagree

Q16e

Thinking about the last time you saw a nurse at your GP practice, how much do you agree or disagree with each of the following? The nurse talked in a way that helped me understand my condition and treatment

Nurses talk in a way that helps patients to understand their condition and treatment

Strongly
agree

Agree

Disagree; Strongly disagree

Q16f

Thinking about the last time you saw a nurse at your GP practice, how much do you agree or disagree with each of the following? I felt confident in the nurse's ability to treat me

Patients have confidence in nurses' ability to treat them

Strongly
agree

Agree

Disagree; Strongly disagree

Q16g

Thinking about the last time you saw a nurse at your GP practice, how much do you agree or disagree with each of the following? I had enough time with the nurse

Patients have enough time with nurses

Strongly
agree

Agree

Disagree; Strongly disagree

Q17

Are you involved as much as you want to be in decisions about your care and treatment?

Patients are involved as much as they want to be in decisions about their care and treatment

N/A

Yes, definitely

No, and I would like to be

Q19

The last time this happened, did they have
a discussion with you about your ability to
work or get work?

Discussions about ability to work or get work

N/A

Yes, and it was useful

No, but I would have found it useful

Q21a

Thinking about the last time you had a blood test, x-ray or any other test arranged by your GP practice, how much do you agree or disagree with each of the following: It was explained to me why a test was needed

It is explained to patients why they need a test

Strongly
agree

Agree

Disagree; Strongly disagree

Q21b

Thinking about the last time you had a blood test, x-ray or any other test arranged by your GP practice, how much do you agree or disagree with each of the following: I was satisfied with the length of time I waited for my test results

Patients are satisfied with the length of time they wait for results

Strongly
agree

Agree

Disagree; Strongly disagree

Q21c

Thinking about the last time you had a blood test, x-ray or any other test arranged by your GP practice, how much do you agree or disagree with each of the following: I was satisfied with the way that I received the result

Patients are satisfied with the way they receive results

Strongly
agree

Agree

Disagree; Strongly disagree

Q21d

Thinking about the last time you had a blood test, x-ray or any other test arranged by your GP practice, how much do you agree or disagree with each of the following: The results of the test were explained to me in a way I could understand

Test results are explained to patients in a way they can understand

Strongly
agree

Agree

Disagree; Strongly disagree

Q23a

Thinking about the last time you were prescribed medicines, how much do you agree or disagree with each of the following: It was easy enough for me to get my medicines

Patients find it easy enough for them to get their medicines

Strongly
agree

Agree

Disagree; Strongly disagree

Q23b

Thinking about the last time you were prescribed medicines, how much do you agree or disagree with each of the following: I knew enough about what my medicines were for

Patients know enough about what their medicines are for

Strongly
agree

Agree

Disagree; Strongly disagree

Q23c

Thinking about the last time you were prescribed medicines, how much do you agree or disagree with each of the following: I knew enough about how and when to take my medicines

Patients know enough about how and when to take their medicines

Strongly
agree

Agree

Disagree; Strongly disagree

Q23d

Thinking about the last time you were prescribed medicines, how much do you agree or disagree with each of the following: I knew enough about possible side effects of my medicines

Patients know enough about side effects of medicines

Strongly
agree

Agree

Disagree; Strongly disagree

Q23e

Thinking about the last time you were prescribed medicines, how much do you agree or disagree with each of the following: I would know what to do if I had any problems with my medicines

Patients know what to do if they have any problems with their medicines

Strongly
agree

Agree

Disagree; Strongly disagree

Q23f

Thinking about the last time you were prescribed medicines, how much do you agree or disagree with each of the following: I took my prescription as I was supposed to

Patients take their prescription as they are supposed to

Strongly
agree

Agree

Disagree; Strongly disagree

Q24

In the past year do you believe a mistake
was made in your treatment or care by
your GP practice (including for example
in test results, medicines prescribed,
diagnosis)?

Patients believe a mistake was made in their treatment or care by their GP practice

N/A

No

Yes

Q25

Were you satisfied with how it was dealt
with overall?

Overall rating of how mistakes are dealt with

N/A

Yes, completely

No

Q26a

How much do you agree or disagree with each of the following about how you are treated by the staff at your GP practice? I am treated with respect

Patients are treated with respect

Strongly
agree

Agree

Disagree; Strongly disagree

Q26b

How much do you agree or disagree with each of the following about how you are treated by the staff at your GP practice? I am treated with compassion and understanding

Patients are treated with compassion and understanding

Strongly
agree

Agree

Disagree; Strongly disagree

Q27

Overall, how would you rate the care provided by your GP practice?

Rating of overall care provided by GP practice

Excellent

Good

Poor; Very poor

Q31a

Thinking of the service in your answer to Q30, how much would you agree or disagree with the following about your experience? The time I waited was reasonable

The time patients wait for out of hours services is reasonable

Strongly
agree

Agree

Disagree; Strongly disagree

Q31b

Thinking of the service in your answer to Q30, how much would you agree or disagree with the following about your experience? I felt that the person had all the information needed to treat me

Patients feel that people have all the information they need to treat them

Strongly
agree

Agree

Disagree; Strongly disagree

Q31c

Thinking of the service in your answer to Q30, how much would you agree or disagree with the following about your experience? I felt I was listened to

Patients feel that they are listened to

Strongly
agree

Agree

Disagree; Strongly disagree

Q31d

Thinking of the service in your answer to Q30, how much would you agree or disagree with the following about your experience? Things were explained to me in a way I could understand

Things are explained to patients in a way they can understand

Strongly
agree

Agree

Disagree; Strongly disagree

Q31e

Thinking of the service in your answer to Q30, how much would you agree or disagree with the following about your experience? I felt that I got the right treatment or advice

Patients feel they get the right treatment or advice

Strongly
agree

Agree

Disagree; Strongly disagree

Q31f

Thinking of the service in your answer to Q30, how much would you agree or disagree with the following about your experience? I felt that people took account of
the things that matter to me

Patients feel that people take account of the things that matter to them

Strongly
agree

Agree

Disagree; Strongly disagree

Q32

Overall, how would you rate the care you experienced out of hours?

Rating of overall care provided out of hours

Excellent

Good

Poor; Very poor

Q36a

How much do you agree or disagree with the following about your care, support and help services - excluding the care and help you get from friends and family - over the past 12 months? People took account of the things that matter to me

People take account of the things that matter to service users

Strongly
agree

Agree

Disagree; Strongly disagree

Q36b

How much do you agree or disagree with the following about your care, support and help services - excluding the care and help you get from friends and family - over the past 12 months? I had a say in how my help, care or support was provided

Service users have a say in how their help, care or support is provided

Strongly
agree

Agree

Disagree; Strongly disagree

Q36c

How much do you agree or disagree with the following about your care, support and help services - excluding the care and help you get from friends and family - over the past 12 months? I was treated with respect

Service users are treated with respect

Strongly
agree

Agree

Disagree; Strongly disagree

Q36d

How much do you agree or disagree with the following about your care, support and help services - excluding the care and help you get from friends and family - over the past 12 months? I was treated with compassion and understanding

Service users are treated with compassion and understanding

Strongly
agree

Agree

Disagree; Strongly disagree

Q36e

How much do you agree or disagree with the following about your care, support and help services - excluding the care and help you get from friends and family - over the past 12 months? My health and care services seemed to be well coordinated

Service users' health and care services seem to be well coordinated

Strongly
agree

Agree

Disagree; Strongly disagree

Q36f

How much do you agree or disagree with the following about your care, support and help services - excluding the care and help you get from friends and family - over the past 12 months? I was supported to live as independently as possible

Service users are supported to live as independently as possible

Strongly
agree

Agree

Disagree; Strongly disagree

Q36g

How much do you agree or disagree with the following about your care, support and help services - excluding the care and help you get from friends and family - over the past 12 months? I felt safe

Service users feel safe

Strongly
agree

Agree

Disagree; Strongly disagree

Q36h

How much do you agree or disagree with the following about your care, support and help services - excluding the care and help you get from friends and family - over the past 12 months? The help, care or support improved or maintained my quality of life

The help, care or support improves service users' quality of life

Strongly
agree

Agree

Disagree; Strongly disagree

Q37

Overall, how would you rate your help, care or support services?

Rating of overall help, care or support services

Excellent

Good

Poor; Very poor

Q45a

How much do you agree or disagree with the following about how you feel as a carer most of the time? I have a good balance between caring and other things in my life

Carers have a good balance between caring and other things in their life

Strongly
agree

Agree

Disagree; Strongly disagree

Q45b

How much do you agree or disagree with the following about how you feel as a carer most of the time? I am still able to spend enough time with people I want to spend time with

Carers are still able to spend enough time with people they want to spend time

Strongly
agree

Agree

Disagree; Strongly disagree

Q45c

How much do you agree or disagree with the following about how you feel as a carer most of the time? Caring has had a negative impact on my health and wellbeing

Caring has had a negative impact on carers' health and wellbeing

Strongly disagree

Disagree

Agree; Strongly agree

Q45d

How much do you agree or disagree with the following about how you feel as a carer most of the time? I have a say in services provided for the person I look after

Carers have a say in the services provided for the person they look after

Strongly
agree

Agree

Disagree; Strongly disagree

Q45e

How much do you agree or disagree with the following about how you feel as a carer most of the time? Services are well coordinated for the person(s) I look after

Services are well coordinated for the people carers look after

Strongly
agree

Agree

Disagree; Strongly disagree

Q45f

How much do you agree or disagree with the following about how you feel as a carer most of the time? I feel supported to continue caring

Carers feels supported to continue caring

Strongly
agree

Agree

Disagree; Strongly disagree

Contact

Email: Andrew Paterson

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